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Customer Service Practitioner - Level 2 Intermediate Apprenticeship

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  • Business, Law and Professional Services
  • Duration:
    15 months
  • Location:
    Workplace / College
  • Sector:
    Sales, marketing and procurement standards

About the Course

A customer service practitioner’s actions will influence the customer experience and their satisfaction with an organisation.  Undertaking this role you will be expected to demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge. As potentially the first point of contact for any customer, this apprenticeship will help you develop and enhance your skills to deliver the best possible customer care.

This Level 2 Apprenticeship is designed for apprentices in existing customer service roles.  During the Level 2 Customer Service Practitioner Apprenticeship you will develop strong customer service and communication skills and behaviours, to provide a customer service experience in line with your company standards and policies.

As a customer service apprentice, you will be employed in a client facing role gaining vital practical skills and experience whilst earning a wage alongside studying your formal apprenticeship qualification.

What Will I Study?

Apprentices on this pathway will learn;

  • Customer service principles and practices including customer experience and feedback
  • Internal and external customers
  • Needs and priorities
  • Targets and goals and right first time business principles 
  • Internal policies and legislation and regulatory requirements
  • Customer service skills including building rapport and trust and conflict management 
  • Communications including interpersonal, tone of voice and verbal and non-verbal communications
  • Presentation including dressing appropriately and using positive and confident language
  • Using customer service tools and resources including those used to meet customer needs.

What Will I Need?

The entry requirement for this apprenticeship will be decided by each employer, but you may have typically five GCSEs at Grade 4 or higher.

As an apprentice without level 2 English and maths you will need to achieve this level prior to taking the end-point assessment.

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  • Education and Skills Funding Agency
  • QAA Reviewed
  • Stonewall Diversity Champion
  • Disability Confident
  • Mindful Education
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